Customer Experience Leader
- Riyadh
- SAR 180,000-300,000 per year
- Permanent
- Full-time
- Conduct thorough mapping of the patient journey to identify touchpoints and challenges.
- Analyze patient feedback, surveys, and complaints to identify improvement areas.
- Use data-driven insights to prioritize initiatives and measure their impact.
- Lead initiatives to enhance customer hospitality and experience, focusing on:
- Optimizing waiting area experiences.
- Improving patient communication and interactions.
- Training staff in customer service best practices.
- Introducing spa-like comfort features.
- Collaborate with the Marketing team to promote these enhancements.
- Develop and implement robust systems for capturing and resolving patient feedback through:
- Online surveys, comment cards, and review platforms.
- Dedicated feedback forms and channels.
- Address systemic issues by tracking complaint trends and root causes.
- Collaborate with operational teams for corrective measures and continuous improvement.
- Work with quality teams to ensure service delivery aligns with treatment protocols and standards.
- Establish customer service protocols, scripts, and communication guidelines.
- Provide training and monitor adherence to these standards.
- Track key satisfaction metrics like NPS and CSAT.
- Analyze trends and provide strategic recommendations.
- Deliver regular reports to stakeholders, highlighting progress and challenges.
- Partner with operations, the Contact Centre, and other departments for seamless integration of customer experience initiatives.
- Address patient concerns and enhance service delivery through collaborative efforts.
- Lead the customer experience team, fostering a culture of excellence and accountability.
- Develop training programs to enhance team capabilities.
- Identify and nurture talent within the team to ensure consistent service excellence.
- 5+ years of customer experience roles, preferably in health care.
- Expertise in journey mapping, feedback management, and service quality improvement.
- Proficiency in CRM systems and data analysis tools.
- Strong communication and presentation skills.
- Fluency in Arabic and English.